Director, Patient Services Operations

Jobtailor; New Jersey; On-site; USD 140,000 - 180,000; Full time

Job summary

Jobtailor in New Jersey seeks a senior leader to design, implement, and manage a patient services hub supporting benefits verification, prior authorization, and onboarding workflows. You will oversee hub vendor performance, set SLAs/KPIs, monitor budgets, ensure HIPAA compliance, and drive data-driven improvements across launch readiness and cross-functional collaboration.

Ideal candidates have 8+ years in biopharma, 5+ in patient services or hub operations, and strong experience with payer

Qualifications

• Bachelor's degree required; advanced degree (MBA, MPH, PharmD) a plus.
• 8+ years of progressive experience in biopharmaceuticals, with 5+ years in patient services, hub operations, or specialty pharmacy/access roles.
• Direct experience launching or operating patient support programs for specialty, rare disease, or pediatric products.
• Demonstrated success managing hub services vendors, copay programs, and PAPs, including SLA/KPI oversight and QBR leadership.
• Strong working knowledge of US reimbursement landscape (commercial, Medicaid, Medicare), benefits verification, and prior authorization processes.
• Familiarity with HIPAA, OIG guidance, and anti-kickback considerations for manufacturer programs.
• Experience with patient services technology platforms (CRM, e-BV/e-PA tools, patient portals).
• Excellent project management, analytical, and communication skills; able to distill complex operational data into clear recommendations.
• Experience in pre-launch/launch environments at emerging or mid-size biotech; pediatric populations and non-commercial models preferred.
• Vendor RFP and implementation experience (hub build or transition) preferred.

Responsibilities

• Design, implement, and manage DBV’s patient services hub, including benefits verification, prior authorization support, and patient onboarding workflows.
• Oversee daily hub vendor performance, SLA/KPI management, quality monitoring, call calibration, escalations, and process improvement.
• Develop and maintain program business rules, standard operating procedures, work instructions, and training materials.
• Manage operational readiness for launch, including hub go-live planning, systems testing, and staffing models.
• Operationalize copay assistance, patient assistance, and bridge/quick-start programs with legal and compliance partners.
• Monitor program utilization, budgets, and forecasts, recommending data-driven refinements.
• Ensure compliance with federal and state regulations, OIG guidance, and manufacturer program requirements.
• Serve as operational contact for hub, copay, PAP, and non-commercial vendors; lead QBRs and performance reviews.
• Manage RFP processes, contracting support, statements of work, and change orders.
• Track operational budgets, accruals, and invoice reconciliation.
• Define KPIs and reporting cadences for commercial leadership.
• Integrate hub data feeds with the internal data warehouse and CRM while ensuring data integrity and HIPAA-compliant data flows.
• Translate patient journey friction points into operational solutions.
• Collaborate with Trade & Distribution, Market Access, Marketing, Field Reimbursement, Medical Affairs, Legal, and Compliance.
• Support patient-facing and HCP-facing materials through promotional review.
• Contribute to launch planning and cross-functional launch readiness reviews.

Skills

Benefits Verification

Prior Authorization Processes

Program Business Rules

Operational Readiness

Data Analysis

Budget Tracking

KPI Definition

Vendor Management

Project Management

Patient Support Program Launch

Education

Bachelor's Degree

Advanced Degree (MBA, MPH, PharmD) Preferred

Tools

CRM

E-BV/e-PA Tools

Patient Portals

Data Warehouse Integration

HIPAA Compliance

Job description

• Design, implement, and manage DBV’s patient services hub, including benefits verification, prior authorization support, and patient onboarding workflows
• Oversee daily hub vendor performance, SLA/KPI management, quality monitoring, call calibration, escalations, and process improvement
• Develop and maintain program business rules, standard operating procedures, work instructions, and training materials
• Manage operational readiness for launch, including hub go-live planning, systems testing, and staffing models
• Operationalize copay assistance, patient assistance, and bridge/quick-start programs with legal and compliance partners
• Monitor program utilization, budgets, and forecasts, recommending data-driven refinements
• Ensure compliance with federal and state regulations, OIG guidance, and manufacturer program requirements
• Serve as operational contact for hub, copay, PAP, and non-commercial pharmacy vendors; lead QBRs and performance reviews
• Manage RFP processes, contracting support, statements of work, and change orders
• Track operational budgets, accruals, and invoice reconciliation
• Define KPIs and reporting cadences for commercial leadership
• Integrate hub data feeds with the internal data warehouse and CRM while ensuring data integrity and HIPAA-compliant data flows
• Translate patient journey friction points into operational solutions
• Collaborate with Trade & Distribution, Market Access, Marketing, Field Reimbursement, Medical Affairs, Legal, and Compliance
• Support patient-facing and HCP-facing materials through promotional review
• Contribute to launch planning and cross-functional launch readiness reviews

Requirements

• Bachelor’s degree required; advanced degree (MBA, MPH, PharmD) a plus
• 8+ years of progressive experience in the biopharmaceutical industry, with 5+ years in patient services, hub operations, or specialty pharmacy/access roles
• Direct experience launching or operating patient support programs for a specialty, rare disease, or pediatric product
• Demonstrated success managing hub services vendors, copay programs, and PAPs, including SLA/KPI oversight and QBR leadership
• Strong working knowledge of US reimbursement landscape (commercial, Medicaid, Medicare), benefits verification, and prior authorization processes
• Familiarity with relevant compliance frameworks (HIPAA, OIG guidance, anti-kickback considerations for manufacturer programs)
• Experience with patient services technology platforms (CRM, e-BV/e-PA tools, patient portals)
• Excellent project management, analytical, and communication skills; able to distill complex operational data into clear recommendations
• Experience in pre-launch/launch environments at emerging or mid-size biotech preferred
• Experience supporting products with pediatric populations and caregiver-centric support models preferred
• Familiarity with non-commercial pharmacy and alternate distribution models preferred
• Vendor RFP and implementation experience (hub build or transition) preferred

Core Competencies

Demonstrates expertise in managing patient services operations, including benefits verification, prior authorization, and vendor performance oversight. Proficient in compliance with federal regulations and operationalizing patient support programs within the biopharmaceutical industry.

Highest-signal resume keywords

• Patient Services Management
• Hub Operations
• SLA/KPI Oversight
• US Reimbursement Landscape
• Compliance Frameworks

ATS Optimization Keywords

Hard Skills

• Benefits Verification
• Prior Authorization Processes
• Program Business Rules Development
• Operational Readiness Management
• Data Analysis
• Budget Tracking
• KPI Definition
• Vendor Management
• Patient Support Program Launch
• Project Management

Soft Skills

• Analytical Skills
• Communication Skills
• Collaboration
• Problem-Solving
• Leadership

Certifications & Qualifications

• Bachelor's Degree
• Advanced Degree (MBA, MPH, PharmD) Preferred

Industry Keywords

• Biopharmaceutical Industry
• Patient Assistance Programs
• Specialty Pharmacy
• Rare Disease
• Pediatric Populations
• Non-Commercial Pharmacy
• Alternate Distribution Models
• OIG Guidance
• Anti-Kickback Considerations
• Launch Planning

Tools & Technologies

• CRM
• E-BV/e-PA Tools
• Patient Portals
• Data Warehouse Integration
• HIPAA Compliance